Hello, Courtney. My name is ***** ***** I'll be happy to assist you today.Could you please let me know what operating system is on the laptop?
Sure, I understand. There actually isn't a monthly subscription. It can be simply pay per answer and you only pay if you're satisfied with my assistance.Have you checked to see if the wi-fi has been disabled? There should be a switch or a button that will handle this. If you could let me know what model of laptop it is, I can pinpoint it exactly for you.
Ok, thank you. One moment please while I look at that model.
There should be either a physical switch on the front of the laptop (the side facing you) or it is one of the "F#" keys. I believe it is "F8". The key should have a wireless bar symbol on it to signify which one it is. Do you see either of these?
Ok, thank you. Down at the bottom right-hand corner, do you see the wireless icon? If so, please right-click on it and select "Troubleshoot Problems". (If you have done this already, please let me know)
So what we'll want to do now is right-click on Computer (My Computer) and select Properties. Then choose Device Manager.
Locate the wi-fi adapter under Wireless Adapters. Right-click on it and select "Uninstall". Go up to File at the top and select Scan for new hardware.
Computer may also be called "This PC", depending which operating system you're using.
No problem. It's the same thing for me when I use a Max. :)
MAc* - sorry. If you go to the desktop, you might see the icon called "My Computer", "Computer" or "This PC".
Ok, then it will be located under the "Start" button, or which may be a simple Windows flag icon at the bottom-left corner. Click on that button and then simply start typing This PC
Windows should automatically give you an option to choose "This PC". When you see it, right-click on it and select Properties.
Try looking for a Network Adapter category
You should find the wireless adapter under Network Adapters. Once you do, right-click on it and select uninstall.Once you do that, right-click on the Network Adapters category and select "Scan for hardware changes". It should bring the wireless adapter back into the list. After this, try to connect to wi-fi again.
As seen in this image of my PC, do you see a screen similar to this one?
I believe you may be at a different screen. After right-clicking on "This PC", you selected "Device Manager" at the top-left area, correct?
Oh ok, my apologies. I misunderstood. You are in the correct place. It is the Broadcom Network Adapter
Right-click on it and select uninstall.
Thank you for taking the photo. That is very helpful.
Ok. Right-click on the Network Adapters category and select "Scan for hardware changes".
You should see the adapter return to the list.
Ok. Please try to connect to wi-fi again and let me know the results.
That's ok. A restart and update is helpful.
I'm sorry to report that I do have a meeting to attend at this moment. If you would like to continue troubleshooting afterwards, I'd be happy to continue helping. Otherwise, I can allow another expert to continue with you. Do you have a preference? The meeting should last about 45 minutes.
Hello Courtney. Were we able to fix the issue or does it still persist?